"Trying to contact the OT team"

About: Locala Community Partnerships CIC / Occupational therapy

(as a relative),

I am trying to rearrange an appointment for my mum with the occupational therapist team at Eddercliffe but the number given on the appointment letter goes through to a physio department and they say they can't get through to the OT team.

I have had to leave a message with them to give to the OT team to ask them to call me back. My mum's appointment could have been and gone by the time I can contact them and the letter says my mum will be discharged if they do not hear from us.

The physio team who tool the call seem to be getting frustrated and they said it was the second call they have had this morning.

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Responses

Response from Gemma Fowler, Integrated Governance Clinical Manager, Locala Community Partnerships

Dear Rain190

I'm really sorry to hear that you are having problems trying to contact the OT Team. I am currently looking into this matter. If you would like to call the Locala Enquiry line on 01924 351531 between the hours of 10am-1pm and 2pm-4pm Mon to Fri (a voice mail is available outside these times and messages are checked regularly) to leave the details of your mum and why you are calling, we will ensure the information gets to the correct person. Staff in the Enquiry department are aware you might be calling. I will post an update on here as soon as your concern has been investigated.

Thank you very much for bringing this to our attention.

Kind Regards

Gemma

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Response from Gemma Fowler, Integrated Governance Clinical Manager, Locala Community Partnerships

Dear Rain190

Caitlin Edwards, Service Manager, has investigated your concerns and would like to issue the following response:

"I am really sorry you had difficulty speaking to someone in relation to your Occupational Therapy appointment. The admin team for Physiotherapy are based at Dewsbury District Hospital and it was agreed that they would take messages for all patients who need to see the Occupational Therapist within the Rheumatology Service. It is possible that a new member of staff who wasn’t aware of this system was the person who dealt with your call. However, all new starters should be aware of the messaging system and this has since been reiterated, therefore neither yourself nor other patients should experience this difficulty again.

We are monitoring the way we offer appointments therefore feedback like yours is very useful. I understand your mum has now been given another appointment.

Again, please accept my apologies for any inconvenience this issue has caused.

Caitlin"

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